Polar Electro Inc.

Review: I received a defective product from the company and have been trying for weeks to get them to send me a return label so I can return the product and get a refund. Customer service called back one week after my initial inquiry, at which point they wanted to go through troubleshooting protocol which I had already done via their web site. When the agent refused to send me a return label I asked for a [redacted] and I have yet to be contacted by this [redacted]. I have left multiple voice messages and emails with Polar and I feel that they should be legally obligated to adhere to their published 30 day return policy. The customer service phone number places you on hold for 5-10 minutes and then automatically sends you to a company voicemail which, in my experience, does not produce a call back. I cannot get a live person on the phone and they have not responded to my emails. My purchase date was June ** so I fear that they are avoiding me until my 30 day return window expires. Please advise.Desired Settlement: Immediate refund.

Business

Response:

Issue has been resolved. [redacted] was contacted by a [redacted] and the product has since been returned to us. The return was processed on July [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased a new RS300X watch via [redacted]. After 5 weeks the unit failed completely although it had already had to be fully reset 2 times prior. After getting through to Polar they printed me a UPS prepaid slip to return it. They received this on 2/**/2014. Since then they have said it was returned to me on 2/**/2014 via the postal service but I have received nothing. I have tried on multiple occasions to contact them but I am having problems getting through (approximately 2.5 hours wait time although they usually transfer to voicemail after 20 minutes. When I finally got through (on 2/**) they said I'd have it back in 3 business days. I finally got through again today and they said I should wait until Friday and then call back. This is ridiculous! I wouldn't mind if I could get through or they'd return emails or respond to voicemails or answer messages but they don't. Somehow feel that on Friday 1 of 2 things will happen. a) Don't receive product back and I can't get through to customer service or b) Don't receive product back and they tell me to wait another week.Desired Settlement: At this point I just want my money back

Business

Response:

Please close this case as it has been resolved. [redacted]s product was received for warranty service and shipped back in late February. Unfortunately it was lost in transit. The product was subsequently replaced.

If you have further questions please feel free to contact me.

Regards,